Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

PREFERRED QUALIFICATIONS

• Bilingual English/Spanish, nice to have
• Preferably Six (6) months in Customer Service.
• Experience in a customer service, product support, IT, telecommunications or related role.
• Mobile Device Tech support desired
• Medical device technical support experience is a plus.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Multitasks, to include active note-taking while on calls and supporting multiple callers at a time
  Please note that the salary range listed is our full grade range. We usually hire based on the mid-point.

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences. Documents patient and clinic system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to the Product Performance Group.
• Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.
• Consistently meets department’s performance expectations.
• Complete required trainings and certifications, as needed.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
• Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
• Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
• Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required.